How do I create cases from Global Create?

Later that morning, a field user reaches out to Sarah with a question: "Hey, Dr. Adamson had a question about joining an advisory board. Can you log that?"

This request didn't come through the phone or email, so Sarah uses the Global Create button (+ Create) located in the upper right corner of Vault CRM. Let’s follow along as Sarah creates the case.

Unlike the phone call, this case starts in the New state. Think of this as an intake phase. Since this case is not coming from a specific channel, like phone or email, Sarah needs to capture the case context before she can continue to add case details. Service Center enforces a strict order here: Sarah cannot start working on the case (moving it to Open) until she adds a note. She must also select an account, case owner, and queue. After entering this information, the case opens and she can get to work.